2nd Line Support Engineer

Responsibilities * Provide advanced technical support and troubleshooting for hardware, software, and network issues to clients both remotely and on-site. * Perform system administration tasks including user management, backups, and system monitoring. * Configure, maintain, and troubleshoot network devices such as switches, routers, firewalls, and VPNs. * Manage and support virtualization environments (VMware, Hyper-V) and cloud services (Azure). * Implement and maintain security best practices, including patch management, antivirus, and firewall configurations. * Assist in the planning, design, and implementation of IT projects and system upgrades. * Monitor and maintain server and network performance, ensuring high availability and reliability. * Document technical procedures, configurations, and issue resolutions. * Collaborate with Level 1 support and other team members to escalate and resolve complex issues efficiently. * Provide mentorship and guidance to junior engineers and support staff. * Participate in on-call rotation and respond to emergency support requests as needed. * Perform any other duties as required by the nature of the role and business needs. Technical Skills & Qualifications * Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience. * Minimum of 3 years of experience in a Level 2 IT support role. * Strong knowledge of Windows, macOS client and server operating systems. * Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. * Experience with virtualization technologies (VMware, Hyper-V). * Familiarity with cloud platforms such as AWS or Azure. * Experience with Next-Gen Firewalls, such as Watchguard, Fortinet, or others. * Experience managing Microsoft 365 and Google Suites